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Online reputation management for your independent hotel

Online reputation management for your independent hotel

Nowadays, a hotel’s online reputation is taken more and more seriously. Thanks to technological advances, users and potential customers are more interconnected with each other. Due to this hyperconnectivity, it is now much easier to judge how good a hotel is based on the opinions left by others. So much so that it is estimated […]

Nowadays, a hotel’s online reputation is taken more and more seriously. Thanks to technological advances, users and potential customers are more interconnected with each other. Due to this hyperconnectivity, it is now much easier to judge how good a hotel is based on the opinions left by others. So much so that it is estimated that 2 out of every 3 travellers consult hotel reviews before making a reservation, and nearly 93% of them say that online reviews and reputation influence their decision to stay there or not.

Furthermore, several studies have shown that users are willing to pay more to stay in hotels that have a better online reputation. It is for these reasons that the independent hotel must pay special attention to its online reputation, doing everything possible to ensure that it is positive and long-lasting. In addition, because the independent hotel is not associated with large chains, as an owner it is necessary to take care of the online reputation, as it will influence the way users see the establishment. Learn how to manage it with IHCS.

 

Apply strategies to improve the online reputation of your independent hotel

Of course, there is no doubt that the most important thing to have a positive online reputation is to provide quality services. However, this cannot go alone, but must go hand in hand with the implementation of various strategies. Below, you can read about each of them and how you can put them into practice.

Ask customers to leave reviews and comments about your hotel

Increasing the number of positive reviews and comments your independent hotel receives will help you to improve the online reputation of the establishment. To achieve this, it is best to ask your guests to leave feedback after checking out. You can do this by sending them an email, sending them a message through the platform they have used to contact the hotel (Facebook, WhatsApp, Instagram, etc.) or also by encouraging participation in a hotel review portal. Some independent hotels have even implemented the use of electronic devices at the reception desk to make it easier for visitors to leave their reviews at check-out.

 

Read and manage what people are saying about your hotel

It is important not to take anything for granted and read what visitors are saying about your independent hotel, both on your website and elsewhere (e.g. blogs, booking pages, etc.). This way you will be able to effectively manage both the positive opinions and the reviews that the establishment receives. Likewise, in the case of reviews, it is essential to accept your mistakes, fix them and provide solutions to the problems raised to avoid more negative comments in the future.

Respond to each review and comment in a personalised way

It is important that no review or comment about your independent hotel goes unanswered, regardless of whether it is a positive or negative review. Responding to every single review strengthens the bond with your customers, and also lets the customer know that their opinion is taken into account. However, it is important that responses are personalised, tailoring the tone to each customer’s question and comment.

 

Stay active in the online world

Many independent hotels make the mistake of opening a website or social network and leaving it dormant. This is a huge mistake, which can have a significant impact on online reputation. That is why, in order to take care of that reputation, it is necessary that your tourist establishment is present on social networks and on the web. Don’t let the hotel’s profiles remain inactive, but rather always seek to interact with users.

Combine online and offline strategies

Of course, the offline environment can also impact your online reputation. Therefore, always seek to combine your online strategies with other offline strategies, such as partnerships with local businesses, advertising in conventional media (press, television and radio), among others.

 

Use tools to monitor your online reputation

Finally, another important strategy to improve the online reputation of your independent hotel is the use of monitoring tools. Here, you can use tools such as Google Alerts, Hootsuite Insights, Mention, Brand24 and Talkwalker. They will allow you to detect comments posted about your establishment in good time.

Together, all these strategies will help you not only improve your online reputation, but also take care of it. This will undoubtedly have positive results for your business. Always remember that the advice of a specialised hotel consultancy such as IHCS can help you obtain the best results when it comes to managing your hotel’s online reputation.

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